MSP Level 3 Technician

Summary

We are seeking a highly skilled Managed IT Services (MSP) Level 3 Technician to join our team, specializing in providing top-tier IT support to Small to Medium-sized businesses. The ideal candidate will possess extensive technical knowledge, excellent problem‑solving abilities, and a passion for delivering exceptional customer service in a dynamic IT environment.

• Technical Support:
  Provide advanced technical support for a variety of IT systems, including servers, networks, and software applications. Troubleshoot and resolve complex issues escalated from Level 1 and Level 2 technicians.
• Network Management:
  Design, implement, and manage robust network solutions to ensure optimal performance and security for clients. Monitor network performance to identify potential issues and take proactive measures.
• System Administration:
  Perform regular maintenance and upgrades on client systems, including patch management, backup and recovery, and system monitoring. Ensure that all systems are secure, up‑to‑date, and compliant with industry standards.
• Client Interaction:
  Maintain strong relationships with clients by providing professional and timely support. Understand client needs and recommend appropriate technology solutions to enhance their business operations.
• Project Management:
  Lead and manage IT projects, including system migrations, network installations, and software deployments. Coordinate with internal teams and external vendors to ensure successful project delivery.
• Documentation:
  Create and maintain detailed documentation for all client environments, including network diagrams, system configurations, and troubleshooting procedures. Ensure that all documentation is accurate and up‑to‑date.
• Training and Mentorship:
  Provide guidance and mentorship to Level 1 and Level 2 technicians. Conduct training sessions to enhance the technical skills of the team and improve overall service quality.
• Compliance:
  Ensure that all client systems comply with relevant regulations and industry standards, including data privacy and cybersecurity requirements. Perform regular audits and assessments to identify and address potential vulnerabilities.
• Emergency Support:
  Provide on‑call support for critical issues. Respond to emergencies promptly and take appropriate actions to minimize downtime and loss of data, including after‑hours and weekend support as needed.

• Experience &
  
  Education:
  
  Minimum of 5 years in IT support, including 2 years in a Level 3 or senior technician role. MSP experience preferred. A Bachelor's degree in IT, Computer Science, or a related field is preferred, with certifications such as CompTIA Network+, Security+, Microsoft Azure Administrator, or CCNA as a plus.
• Technical Expertise:
  Proficiency in Windows and Linux server environments, virtualization technologies (VMware, Hyper‑V), and cloud platforms (Azure, AWS).
• Networking & Security:
  Strong knowledge of networking protocols, firewalls, VPNs, and cybersecurity best practices. Experience with monitoring tools such as Solar Winds, Auvik, or similar.
• RMM & Ticketing Systems:
  Hands‑on experience with Remote Monitoring and Management (RMM) tools like Ninja
  
  RMM and ticketing systems such as Autotask PSA, Service Now, or Zendesk.
• Documentation & Process Management:
  Proficiency in documentation tools like Hudu, IT Glue, or SharePoint, with experience in structured IT documentation and process standardization.
• Problem‑Solving & Project Management:
  Strong analytical skills to diagnose and resolve complex technical issues, with proven experience managing IT projects from inception to completion.
• Communication & Customer Service:
  Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical clients and provide outstanding customer service.
• Adaptability & Team
  
  Collaboration:
  
  Ability to work in a fast‑paced, evolving technology environment, continuously learning and contributing to a collaborative team culture.

This role requires the ability to work both onsite and remotely, depending on client needs. The candidate should be prepared for occasional…